Iphone 18 pro Max return

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I want to return the iphone 18 pro max. the customer care and website mentions that go to Currys to return.

Have been to two different Curry’s showroom (Hayes and Brentford) - and both said they are not authrised to take any return on behalf of ID.

Spoke to ID again - they still stuck on go to currys.

Anyone facing similar issue and any resolution?

Gemma M

iD Mobile Employee

Hi @Alok,

Please note that that the new iPhone 18 Pro Max has the biggest battery of any iPhone. Due to transport regulations for phones with larger lithium batteries, returns for this model need to be completed in a Currys store rather than by post.

Please take your iPhone 18 Pro Max and proof of purchase to any Currys store, where our colleagues will be able to process the return for you.

If the store colleague is unfamiliar with the process, advise them a note has been left on your account with instructions relating to the return. The store colleague will then complete the return during your visit without the need to return at a later date.

Your legal and statutory rights are not affected.

Regards,

Gemma M

The iD Mobile Social Media Team

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A

AhsunJah

New Contributor

Hi, I’ve been experiencing the exact same issue and have been unable to return my iPhone 18 Pro Max.

I visited three different Currys stores—Brentford, Hayes and Westfield—on three separate days, but each store refused to accept my return.

I have raised multiple complaints about this issue and have repeatedly been told that they would investigate and try to find a resolution.

However, Currys informed me that even if they accepted the return, iD Mobile would still be unable to process it correctly. This could leave me in a situation where I have returned the iPhone but would then have to chase both companies to locate the device, confirm the return and restore my account to its correct status.

The whole situation has been extremely frustrating, particularly as I have made several attempts to resolve the issue in person, yet neither company seems able to provide a clear solution or take responsibility.

Gemma M

iD Mobile Employee

Hi @AhsunJah,

I'm sorry to hear about the difficulties you've experienced trying to return your device.

As the iPhone contains a high-capacity battery, it does need to be returned through a Currys store rather than by post. If the store has any concerns or is unsure of the process, they can contact the iD Mobile Customer Services team for guidance.

We've left notes on the account explaining the return process that should be followed, so the store can refer to these when discussing the return with our team.

We appreciate this hasn't been a straightforward experience and apologise for the frustration caused.

Regards,

Gemma M
The iD Mobile Social Media Team

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AlokAuthor

New Contributor

This is frustrating but I finally managed to do this. The ID mobile complaints team finally helped and gave me a call at the time I was at the Brentford store. (We planned it).
there is some system issue in Curry’s that does not allow them to take a return. no fault of the staff at the centre. finally the store team and ID Mobile team on the phone agreed that I leave my phone at the store and they will manage the return process. After two or three days of leaving my phone I finally got a call back from the complaints team confirming that they have cancelled the contract and now they are ready to issue the refund and also some compensation for the entire painful process. my suggestion as you call the ID complaints team agree upon a time and then go to the Brentford store. be careful as the store Mobile team might not have any staff on the day you plan to go.

Gemma M

iD Mobile Employee

Hi @Alok,

That's great to hear, and thank you for taking the time to share the outcome.

We're really pleased that the issue was eventually resolved and that the Complaints Team were able to work with the Currys store to arrange the return and process the cancellation and refund.

We appreciate that this was a frustrating experience and that it took longer than it should have. While we always want to make the process as straightforward as possible, in this case the device needed to be returned via a store due to the size of the battery, as shipping large lithium batteries can present additional risks.

Thank you also for sharing your experience and suggestions with other customers. We're glad that a resolution was reached in the end and that the teams involved were able to work together to get this sorted for you.

Regards,

Gemma M
The iD Mobile Social Media Team

Did my comment help answer your question? If so, don't forget to mark the response as the Most Helpful Answer.